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Rafael M is listed as Global Escalation Manager based in Colorado Springs, Colorado, United States. AeroLeads shows a matched LinkedIn profile for Rafael M.
Rafael M previously worked as Global Escalation Manager at Opentext and Senior Lead Production Engineer at Opentext.
Results-driven professional with extensive experience in customer support and IT project management,specializing in security software products. Proven ability to diagnose and resolve complex technical issues,enhance customer satisfaction, and deliver exceptional customer service. Strong background in managing ITprojects, fostering cross-functional collaboration, and maintaining long-lasting relationships with clients andstakeholders. Highly proficient in a variety of software tools and platforms, including Webroot Enterprise suite,Jira, Confluence, PowerShell, and MySQL. Adept at root cause analysis, escalation support, and continuousimprovement to ensure seamless customer experiences and successful project outcomes.
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Provide support for any cases escalated by Enterprise, Consumer, SalesConsultants, Engineering, and Executive TeamsHandle difficult customers/cases and interface with our ProductManagers/Developer Teams to provide real time feedback/informationSupport Tier 1 teams in both Enterprise and Consumer to better assist the customerduring live calls via remote.
Documented bugs via Jira for our Developer TeamLead for American and Australian teamsBuilt relationships with domestic and international customersManaged internal and external escalations by collaborating with business leadersand prioritizing multiple tasks/issues to ensure a prompt response/resolutionCreated and maintained new Mac testing environments for.
Broomfield, Colorado, United States
Managed high call volume by multitasking and managing time for each issueSupported customers with a varying degree of technical skill and ensured issuewas resolved in a timely mannerReviewed issues and escalated cases where appropriate while providing detailednotes in order to expedite support process
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Rafael M is listed as Global Escalation Manager.
Rafael M is based in Colorado Springs, Colorado, United States.
Rafael M has worked for Opentext and Webroot.
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